⭐️ 1 STAR
⭐️ 1 STAR — DO NOT TRUST THIS AIRLINE Absolutely disgraceful experience with Hainan Airlines. My sister travelled with Hainan Airlines in September 2025 and was refused boarding at Melbourne Airport because staff claimed there was an issue with her visa. There was no visa issue, and Hainan Airlines later acknowledged that the problem was due to an error on their side. You would think that once an airline admits it was at fault, the matter would be resolved. Unfortunately, that has not happened. My sister is still waiting for her refund to this day. We have sent numerous emails and followed up repeatedly, only to be ignored and left without a proper resolution. It has been almost a year of chasing money that should have been returned to her. The treatment we received at Melbourne Airport was also appalling. The staff member dealing with us was extremely rude, dismissive and seemed completely unwilling to communicate with us or properly address the situation. We were made to feel like a nuisance rather than customers who had been unfairly denied boarding. We also felt that we were being treated differently because we were wearing hijab. While I cannot know the staff member’s intentions, the way we were treated left us feeling uncomfortable, disrespected and singled out. What makes this even worse is that the airline apparently acknowledged its own mistake, yet has still failed to provide the refund and has continued to avoid our attempts to contact them. Hainan Airlines — taking someone’s money is one thing, but refusing to take responsibility when your own mistake has caused the problem is completely unacceptable. If you are considering booking with this airline, I would seriously think twice. Based on our experience, I would not recommend Hainan Airlines and certainly would not trust them to properly resolve a problem if something goes wrong. September 2025 → September 2026, and still no refund. Absolutely unacceptable.